Customer Communications Management

The growing importance of Customer Communications Management solutions

The vast majority of people who work closely with customer service are familiar with the concept of Customer Communications Management (CCM). According to Gartner, one of the most renowned consulting firms, CCM is defined as a business strategy that improves the creation, storage, retrieval, and delivery of outbound communications.
The growing importance of Customer Communications Management solutions is largely due to the increasing number of communication channels that companies use to communicate with their customers. This process requires active management to ensure that customers receive a consistent experience.